how to complain to customer service

It can be difficult to get your complaint heard and even more difficult to get it resolved. Below, we explain everything you need to know to effectively file a complaint with IT, including relevant addresses, social media pages, and general manager details.

For those who have a complaint against IT, we’ve listed below everything you need to know to get your complaint heard and resolved.

How to complain directly to IT

BT’s customer service team is on 0800 432 0137. You can also complain at online chat or e-form Here – you will need your customer account number.

Alternatively, customers can write to: IT Correspondence Center, Providence Row, Durham, DH98 1BT.

Sending a “private and confidential” letter to the CEO used to be an effective way to resolve complaints, but it’s less successful now that many people do it. However, it may be helpful to contact the BT Group CEO via email.

Philip Jansen, CEO of BT Group, can be contacted at: [email protected]. For more general manager information, visit:

How to report on social media

Complaining on social media can be effective. You can contact via Twitter @bt_uk – copy @ParaTelegraf Add it to your tweets so we are aware of your issue.

Alternatively, try contacting the supplier at Facebook page.

communications ombudsman

If your complaint has not been resolved within eight weeks or you are not satisfied with the outcome, you can make a formal complaint to the communications ombudsman service.

This is a free, unbiased service for communication consumers. It will investigate customer complaints and its decision is binding, so if IT finds it in your favour, it will have to pay.

Call: 0330 440 1614 or write Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU.


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